EPS New Quality Form Call 1

This form will be used to grade mock calls in the classroom.
Name: 


  1. Active Listening: Use Call Control, Guide the call (being prepared to greet, limit interruptions, etc.)
    Yes
    No


  1. Active Listening: Minimize hold/dead air
    Yes
    No


  1. Active Listening: Adapt to customer’s pace, rate of speech
    Yes
    No


  1. Connect/Empathize: Use tone and inflection to demonstrate winning attitude; confidence and knowledge
    Yes
    No


  1. Connect/Empathize: Express genuine concern that acknowledges the customer and their situation; at the appropriate time
    Yes
    No


  1. Connect/Empathize: Use positive and courteous language to build rapport and avoid/diffuse escalations
    Yes
    No


  1. Connect/Empathize: Demonstrate ownership by communicating what you “can do” versus “can’t do”
    Yes
    No


  1. Connect/Empathize: Avoid distancing yourself from Assurant, Clients, and our products
    Yes
    No


  1. Connect/Empathize: Do not inappropriately transfer or refer the caller to another department
    Yes
    No


  1. Please add any comments or questions you have for the Customer Focus section of the form. If you deducted a star in this section please explain why and give an alternitive behavior. If you deducted stars, exlplain why and give an exaple of an alternitive behavior


  1. Authorize claim/dispatch service correctly: Validate Customer/Product
    Yes
    No


  1. Authorize claim/dispatch service correctly: Validate Shipping/Service/Customer Address
    Yes
    No


  1. Authorize claim/dispatch service correctly: Follow all applicable troubleshooting steps
    Yes
    No


  1. Authorize claim/dispatch service correctly: Authorize claim/dispatch correctly
    Yes
    No


  1. Documentation: Appropriate and complete documentation to ensure the next agent can quickly assist the customer
    Yes
    No


  1. Please add any comments or questions you have for the Internal Procedures section of the form. If you deducted a star in this section please explain why and give an alternitive behavior. If you deducted stars, exlplain why and give an exaple of an alternitive behavior


  1. Education & Next Steps: Provide outbound call recording disclaimer
    Yes
    No


  1. Education & Next Steps: Provide proper timeframes related to the call
    Yes
    No


  1. Education & Next Steps: Provide next steps related to the call
    Yes
    No


  1. Education & Next Steps: Request, Confirm, Provide Benefits of email address
    Yes
    No


  1. Education & Next Steps: Offer additional assistance
    Yes
    No


  1. Education & Next Steps: Follow required opening or closing
    Yes
    No


  1. Education & Next Steps: Offer survey
    Yes
    No


  1. Please add any comments or questions you have for the Education & Next Steps section of the form. If you deducted a star in this section please explain why and give an alternitive behavior. If you deducted stars, exlplain why and give an exaple of an alternitive behavior


  1. Please add any additional questions or comments in this box.





Tulsa Alorica